ESET VIRUS REMOVEL HELP

We have tried that but in the safe mode with networking the Internet Explorer Icon is not there? How would she get on the internet to be able to do this?

You mentioned:   "it will not allow her to access the internet so she can not follow the directions on the link that was provided in another post."   I'm not sure what other post you were referring to, but the following one indicates booting the system in SAFE MODE WITH NETWORKING, so if that's not what you tried, this may help:

http://www.bleepingcomputer.com/virus-removal/remove-e-set-antivirus-2011

She found Internet Explorer and it says this- Windows can not find program file internet explorer,iexplorer.ext.?? Now what? And yes she is in safe mode with networking

The only thing she has on her computer is Internet Explorer, we are talking about a person who has never owned a computer and just got it in Dec 2010,she lives 2 hours away from me and I have a Mac so it is hard to tell her where to go and her actually listen lol..thanks for your help I am really trying to help her so she does not pay the 89.00 when they call her tomorrow..thanks again

Hmm... Internet Explorer should be there.   Have you looked:

1) on the desktop?

2) on the START menu (it should be both "on top", as well as listed under ALL PROGRAMS)?

3) on your "Quick Launch" bar --- the bottom bar, toward the far left?

4) using WINDOWS Explorer, navigate to the C:\Program Files\Internet Explorer   directory, and locate the "e" icon (with name iexplore.exe  or perhaps simply iexplore )

5) or even under START / All Programs / Accessories / System Tools / Internet Explorer (No add ons)

By the way, if she happens to have an alternate browser (e.g., Firefox, Chrome, Opera), these would be fine to use if IE is "cloaked".

It is possible that the (fraudulent) "ESET" program... or some other malware... is blocking execution of programs.

Internet Explorer is file  iexplore.exe

and not iexplorer.ext.??     <---- unless you (or she) just mis-typed things, there should NOT be an r before the period.   it should be .exe not .ext    and i'm not sure if you meant that there was a second period in the full name, after "ext", which was followed by "wildcards" (the question marks), or if you were just posting this as a question???

The link I gave you came from a thread by BugBatter, who is much more familiar with these type programs.   Hopefully, she will see this thread and offer you other suggestions.   Suffice it to say, the money they're trying to EXTORT from her is RANSOM.

Yes it was a typo on my part--still trying to figure this out as it does have her blocked from many things..internet explorer and her Mcafee virus ware,McAfee wants 89.00 to help her out--just not right when you already pay a monthly fee..thanks Amber

BB,

that's the link I offered above in my initial reply.

the OP has since claimed grandma cannot open IE in Safe Mode with Networking (to get RKill + MBAM)...

Once in Safemode with networking, the malware needs to be stopped before trying to remove it.

See if this helps:

Remove E-Set Antivirus 2011 (Uninstall Guide)
http://www.bleepingcomputer.com/virus-removal/remove-e-set-antivirus-2011

If I can offer another solution:

Trying to trouble-shoot an elderly relative's computer malware problems (particularly a new user) from a distance, is problematic, to say the least. As you have discovered.

Before she pays any more money to McAfee, I would seriously consider advising her to take her computer to a reputable local shop for professional cleaning. (I would avoid the big-box outlets- go for the local store if possible). Yes, it will cost her: my local shop charges $60 for this service for a laptop, but it is still less than what McAfee charges.

As to how she got infected while using McAfee, all I can say is that no anti-virus, paid or free, protects against social engineering, whereby users are duped into clicking on a link to malware. You might want to direct her to the following link:
How Did I Get Infected?

Just a thought ...

Edit:

Since your relative has only had this computer for a few months, there is another alternative worth considering- restoring the PC to its "as shipped" condition using PC Restore. This will delete any and all personal files and data, but will also delete any malware. In effect, the PC will be restored to "day one", the state the PC existed when she first received it.

This costs nothing. Assuming that her operating system is Windows 7, the instructions are here:
http://support.dell.com/support/topics/global.aspx/support/kcs/document?c=us&l=en&s=gen&docid=DSN_362066&isLegacy=true

the OP has since claimed grandma cannot open IE in Safe Mode with Networking (to get RKill + MBAM)...

I agree with Joe, though. Taking it to a shop will save Grandma the stress of trying to do it all herself. That actually is best in some cases because even with Dell Support over the phone sometimes there can be problems understanding what is happening and explaining the issue to a tech if the customer does not know technical vocabulary. Been there/done that with my parents and a few friends. Communication is not easy for all involved.

For anyone using this topic for research, ESET posted this article today:
http://kb.eset.com/esetkb/index?page=content&id=NEWS134